HomeMy WebLinkAbout4. Work Plan
The City of San Luis Obispo
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4. Work Plan
a. Plan Sponsor Service team
i. Describe how the client service team will be structured for this engagement.
Voya’s relationship management and plan management team approach clearly defines goals and
responsibilities for each team member to closely correspond with our clients’ objectives. Working
individually and collectively, these roles define a service model — and a level of service —
designed to grow client satisfaction, deepen our service relationships, and create additional
opportunities to partner with our clients to create positive outcomes and continually fortify the
retirement readiness experience for their participants.
Kim Anderson, Strategic Relationship Manager
Kim is accountable for the overall relationship and the City’s satisfaction with our products and
services. She focuses on achieving the plan’s strategic goals and objectives.
Kim’s responsibilities include:
• Serving as primary contact to corporate benefit executives.
• Developing annual strategic plans.
• Implementing solutions to meet the plan’s retirement readiness goals.
• Maintaining client satisfaction.
• Taking part in administrative and investment committee meetings.
• Managing the contract.
Kim meets with Voya’s senior management team to review their clients monthly. She also meets
regularly with her peers to discuss industry trends and best practices as well as plan design
features so that she can bring this expertise to the plan sponsor.
Patricia (Trish) Allen-Derenches, Plan Manager
Trish's role focuses on ensuring the day-to-day administration runs smoothly, allowing Kim to stay
focused on strategic goals / objectives, such as ensuring the plans have an optimal plan design to
continually improve financial wellness for the employees, consulting with the plan sponsor on
industry and legislative trends, as well as presenting new products, services and/or design
features that may be appropriate for the plan.
Trish’s responsibilities include:
• Being accountable for the execution of daily and periodic plan administration activities (e.g.,
reporting, payroll and employer contributions, RMDs, excess return processing, etc.)
• Ensuring all processes are 409A compliant, where applicable and conforms to plan
provisions.
• Serving as the plan sponsor’s primary day-to-day contact to ensure operations run smoothly.
• Providing operational best practice recommendations.
• Leading weekly or bi-weekly client calls related to administration.
• Collaborating with the internal groups that support the plan sponsor’s plans (i.e., operations,
call center, legal, etc.)
• Providing plan reporting, audit, and annual compliance testing support.
• Maintaining the plan administration manual.
While each role has clearly defined goals and responsibilities, the relationship manager and plan
manager act as a team and serve as back-up to each other.
This team is supported by other dedicated and shared resources within the organization.
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Greg Anderson, Implementation Manager
Greg is the single point of contact during the implementation, taking the lead to ensure a smooth
transition for the plan, participants, and all interested parties. He conducts weekly calls to monitor
all scheduled activity and ensure the transition remains on track.
• Leads the plan sponsor’s dedicated conversion team responsible for directing the transition
and implementation of the plans.
• The conversion team analyzes your plans, defines requirements, develops all programming,
and fully tests all operations to make sure they meet your needs.
• The conversion and relationship teams work together throughout the project to ensure a
successful transition.
Kiara Copeland, Communication Consultant
Kiara works closely with the City and internal service teams to recommend appropriate
messaging, timing, and delivery channels, ensuring communications remain relevant,
coordinated, and outcome-focused.
• Designs custom communications and educational programs to improve your employees’
financial wellness.
• Has extensive industry knowledge and experience with clients with diverse workforces across
multiple locations.
• Will recommend and implement a communications program based on your specific employee
demographics using various types of media.
• Develop personalized, targeted and impactful communication strategy for your plan.
• Participates in strategic discussions and service reviews to ensure effective communications
and education.
• Works closely with your service team and other Voya groups, including implementation
services, plan administration, participant services, and legal services teams to ensure your
communications campaign leverages the diverse resources of our organization.
Shared Services
As part of our separation of duties, the shared services team has specialized transactional
expertise and performs specific processing tasks while adding better separation of duties and
greater value through timely, accurate support. The Shared Services Team brings additional
flexibility and strength to our service operations and enables the assigned service team members
to focus on requirements unique to the administration of the plan. With this shared team
approach, we are better able to deliver fluctuating resource needs, to implement best practices, to
manage risk, to create efficiencies, and to position for strategic growth, creating enhanced value
for our clients.
Voya also embeds a segregated quality team within the shared services group. This team
provides quality control (prior to transaction posting) and quality assurance (after transaction
posting) by process experts who can query the system but cannot actually post transactions. This
quality team ensures flawless administration for Voya's retirement outsourcing clients.
• Adds value by providing specialized transactional expertise and performing specific
processing tasks, while adding greater separation of duties and operational controls.
• Brings flexibility and strength to our service operations and enables your relationship and
plan management team members to focus on requirements unique to the administration of
your plans.
• Delivers resources at the point and time of need, implements best practices, manages risk,
creates efficiencies, and positions for strategic growth, creating enhanced value for our
clients.
The City of San Luis Obispo
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Customer Service Associates (CSAs)
• CSAs support plan participants with transactions and questions about their retirement plan.
• Team is led by a manager and supported by a lead CSA, as well as plan and technical
subject matter experts.
ii. Will the client service team be dedicated or pooled?
The client service team includes both dedicated and shared resources within the organization.
iii. Provide a brief biography for the core team, including role on the service team, role in the
firm, industry experience, firm experience, location, and other relevant experience and
current and at-capacity caseloads for each member.
Kim Anderson, Strategic Plan Manager, Tax-Exempt Markets
As a Strategic Relationship Manager, Kim oversees the business strategy for existing clients in
the governmental and healthcare markets. These responsibilities include informing clients of
updates to Voya solutions and services, advising on regulatory impacts to client plans, conducting
research and briefing clients on industry best practices, serving as a client advocate within Voya
for product and service enhancements, and is responsible for the overall relationship and
satisfaction of her clients. Kim was formerly a Regional Vice President within Voya’s Tax Exempt
Markets division. She managed and supported Voya’s local enrollment financial professionals,
served as the single point of accountability for our tax exempt plan sponsors, and worked to
ensure our defined contribution plan clients were satisfied with the services they receive from
Voya.
Kim joined Voya in 1999 and has held various roles servicing defined contribution plans in the
Tax Exempt marketplace. Kim has provided on-site services to plan participants and has hired,
trained and supervised enrollment financial professionals. She implemented our management
system for field leaders and enrollment financial professionals and has knowledge and
experience with Voya’s systems, processes and tools necessary to support our local enrollment
financial professional
Education: Bachelor of Science, Texas A&M University-Commerce
Professional Designations:
• Financial Industry Regulatory Authority (FINRA) Series 7, 24 and 66
• Life, Health and Variable Annuity Licenses
Location: Texas
Current and At Capacity Caseloads: Kim has 13 clients today with a maximum client target
of 16 depending on client complexity.
Trish Allen-Derenches, Plan Manager
Trish is currently a Plan Manager to a diverse group of Government plans. Trish handles all
aspects of administering these plans and works closely with her plan sponsors to provide superior
customer service.
Trish has been in the financial services industry since 2005. She began her career as a Service
Consultant to provide customer service support to the western regional team and clients. Before
taking on the Plan Manager role, she was a Case Manager, where she manages daily service
requirements of a specific regional group of plans.
Education:
• Quinnipiac University
• Mitchell College
• Three Rivers Community College
The City of San Luis Obispo
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• Central Connecticut State University
Professional Designations:
• Financial Industry Regulatory Authority (FINRA) Series 6
• SPARK Accredited Retirement Plan Specialist (ARPS)
Location: Connecticut
Current and At Capacity Caseloads: Trish has 14 clients today with a maximum client
target of 15 depending on client complexity.
Greg Anderson, Implementation Manager
Greg manages the transition process for Voya’s public sector clients. His responsibilities include
complete oversight of the plan transition process — including communication with plan sponsors,
engagement with prior record keepers, plan installation and testing, participant transition
communications, and coordination of project timelines.
Greg joined Voya in 1997 and has worked in Voya’s Arizona, California, and Connecticut offices,
providing both participant and plan management services. Greg served as the team leader and
business consultant for the Government Major Case Administrative Services team, as well
serving as the team leader and business consultant for the Government Major Case Operations
team.
Education: Bachelor of Science, Bachelor of Science, Business Administration, University of
Arizona
Professional Affiliations: Society of Professional Asset Managers and Record Keepers
(SPARK)
Location: Arizona
Current and At Capacity Caseloads: Greg is 100% dedicated to each conversion.
Kiara Copeland, Communication Consultant
Kiara works directly with clients to develop effective communication strategies that align with plan
sponsor goals. She collaborates with the plan sponsor to design participant engagement
campaigns which encourage employees to take action. Kiara is able to target specific participant
groups for campaign delivery, as well as track and measure the success of each communication
campaign.
Kiara joined Voya in 2023 and has over 8 years of experience in the Financial Services industry.
Prior to joining Voya, Kiara was a Retirement Education Consultant, responsible for meeting with
plan participants in group and individual settings and helping them determine their retirement
readiness. She is passionate about helping clients and their participants create a successful
financial future.
Education: Bachelor of Science, Accountancy, Northern Arizona University
Location: Arizona
Current and At Capacity Caseloads: Kiera has 20 clients today with a maximum target of
25 depending on client complexity.
b. Information or data to be provided by the City.
a. Example: When and what type of payroll and HRIS test data is required?
Voya works closely with you and the prior recordkeeper to facilitate a smooth transition of the
participants’ data and assets. We request a test data file from the prior recordkeepers of the
participant records, e.g., allocations, balances, tracking financial data, name and address, at least 6
weeks prior to conversion.
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Voya documents a Data Conversion Guide that lists all the available information versus Voya’s list of
required data and identifies the source of all required data. If any data isn’t readily available, Voya
works with you on an action plan.
Voya runs diagnostic reports against the test conversion data and identifies any gaps, reports the
defects to the prior vendors and yourself and we create an action plan to resolve the issues.
We generally establish separate weekly payroll discussions with the resources from the parties
responsible for setting up payroll data transmissions. We prefer to start these conversations
beginning in the first few weeks of the project to ensure that everyone has as much time as possible
to work through any payroll issues.
Voya provides multiple options for the transmission of plan contributions. Upon request, if an
automatic interface has not been previously established, we work with your payroll provider to
establish a link to offer an automatic, seamless payroll solution.
Voya accepts plan data via one of the following automated remittance media depending on the size
and setup of your plan:
• File Transfer Protocol (FTP) - FTP provides the ability to send data directly to Voya for
processing through a secure mainframe to mainframe process utilizing PGP encryption or the
GPG equivalent. This tool is recommended for plans with a participant count that exceeds 500
contributing participants.
• Voya PayCloud – Self Service - Voya PayCloud is a payroll processing tool used to submit
participant census/demographic changes that is available through the plan sponsor website. This
tool is suited to plans with up to 2,000 contributing participants per location. Data is easily
uploaded or keyed into a template we provide that has a flexible format. Upon submission, the
information is directly posted to the system; your plan receives any errors to correct before
processing.
• Voya PayCloud – File Upload - The Voya PayCloud – File upload process provides the ability to
send enrollment, contributions, loan repayments and demographic changes in a pre-approved
format, directly to Voya for processing. Voya PayCloud automatically confirms the totals by
money source for any payroll files uploaded. This tool is recommended for plans with a participant
count up to 2,000 contributing participants.
Voya will work with you to determine the remittance method best suited to your plan and will provide
you with detailed data remittance specifications and any training needed, along with all formatting
information required.
c. Information or data to be provided by the Recordkeeper.
Please refer to our response above.
d. Description of assumptions critical to development of the response which may impact cost or
scope.
Our fee quoted is based upon the assumptions provided in the RFP. If the actual transferred asset
amount and/or number of participating employees, varies 10% or greater, or the amount of MVAs differ
than what was provide, pricing can be impacted.
Additional fees may apply when requests extend beyond the standard communication framework,
including:
• Personalization or customization beyond the standard offering (e.g., highly tailored content or
non-standard branding)
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• Participant education meetings beyond the standard offering:
Onsite meetings: $1,250 per day (inclusive of travel)
Virtual meetings: $750 per session
e. Any other information that would assist us in making this contract award decision.
Voya has a deep and long-standing presence in the government market, currently providing Retirement
solutions to 3,808 government plans representing over $224.1 billion in assets and over 3.9 million
participants1. The average client tenure of our government clients is 28.5 years, and we work hard to
provide the excellent service they expect. Voya is one of the top ranked providers in the Government
market with a client base that spans nearly 50 states and US territories.
Our size and market position can work as a powerful advantage – we have the scale to deliver plan
administration in a cost-effective manner and the flexibility to automate custom plan requirements. Voya is
ranked #1 in the 2025 PLANSPONSOR Recordkeeping Survey in total governmental 457(b) record kept
assets and has consistently been one of the largest DC record keepers based on industry rankings.
Voya is known for our tailored best practice solutions that address the goals and objectives of our clients’
retirement strategies. The vision of Voya is to clear your participants’ path to financial confidence for a
more fulfilling life. Our employees are focused on executing our mission to make a secure financial future
possible—one person, one family and one institution at a time. Our extensive scale and breadth of
product offerings are designed to help Americans achieve their retirement savings, investment income
and protection goals. Our strategy is centered on preparing customers for “Retirement Readiness”—being
emotionally and economically secure and ready for their retirement.
We know governmental employers want to ensure their employees have a choice. As such, our open
architecture investment platform offers complete flexibility and transparency with fund options.
In addition, plan sponsors, advisors and consultants have stated their reasons for choosing Voya are:
• Flexibility of the administrative platform – Voya can support the administration of plans according
to how the Plan Sponsor wants it to be administered. All providers have best practices to share
but we have been cited as showing the most flexibility in programming our recordkeeping system
to meet specific administrative requirements even for very complex plan provisions.
• Communication and Education – Our communication and education programs are defined by
specific plan goals and focused on action and outcomes looking at each individual participant.
Through multiple mediums and offering nudges throughout the year, we can provide our clients
an update on the success of their communication strategy and improvement of the plan’s health.
• Technology – Voya subscribes to a philosophy of purposeful innovation. This is evident in our
award-winning participant website that features myOrangeMoney which can provide the impact to
future retirement income projections based on a variety of inputs. myOrangeMoney is a part of
our overall communication and education strategy.
1 As of March 31, 2026